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ConnectWise CRM Integration - Server Side

On this topic

Introduction

ConnectWise Configuration

General

Call Journaling

3CX CRM Server Side Configuration

General Settings

Call Journaling

Contact Creation

Introduction

3CX provides integration with ConnectWise CRM via easy and straightforward server-side configuration. The integration provides many benefits to users of 3CX and amoCRM, including:

  • Contact Synchronization – inbound calls from external numbers trigger a CRM contact lookup to add to 3CX Contacts, so the caller name is automatically shown on your phone’s display when receiving the call.
  • Call Pop-ups – when using the 3CX Web Client, the customer record is brought up to you automatically when you receive an inbound call.
  • Call Journals – calls are logged as CRM call records.
  • Create a new contact automatically when a call is received from an unknown number.
  • Click to Call – launch calls directly from amoCRM via 3CX, using the 3CX Click2Call browser extension.

This guide takes you through the required steps to setup your ConnectWise CRM with 3CX.

ConnectWise Configuration

General

  1. Login to your ConnectWise, click on the puppet on the top right corner and select “My Account” from the dropdown.

  1. Click on “API Keys” tab and press the  “+” button. In the Description field enter a description, e.g. 3CX Connectwise CRM Integration. Click save.

  1. This action generates public and private keys displayed only once, so make sure they are safely saved immediately.

Call Journaling

  1. If you want to report external calls to ConnectWise, you need to populate one of the dedicated Extension  fields on the Member entity with the agent extension number. This way 3CX can map the extension number of the agent that received the call to the ConnectWise Member.
  2. Go to System > Members from the sidebar.
  3. Open the Members for whom you need to report calls and on the form populate one of the Ext placeholders with the extension number and save  or save and close .

3CX CRM Server Side Configuration

General Settings

  1. Login to the 3CX management console > Settings > CRM Integration > Server Side tab
  2. Select ConnectWise from the dropdown list.

  1. Enter the company name - this is the ConnectWise global company name.
  2. Retrieve your public and private keys from the previous step and enter them in their respective fields.
  3. In the domain field, enter your portal URL, for example “staging.connectwisedev.com”.

Call Journaling

  1. If you want to report external calls to the CRM, check the Enable Call Journaling checkbox and configure the parameters below. Please note that this feature is only available for 3CX v16 and later installations.

  1. Call Journaling parameters are:
  • Subject: The subject of the call.
  • Answered Inbound Call: Description for answered inbound calls.
  • Missed Call: Description for missed calls.
  • Answered Outbound Call: Description for answered outbound calls.
  • Unanswered Outbound Call: Description for unanswered outbound calls.
  1. Please note that you can use variables in the Call Journaling parameters. Variables are specified between [], for example the external number is specified as [Number]. The available variables are:
  • CallType - The type of call, it can be “Inbound”, “Outbound”, “Missed”, or “Unanswered”.
  • Number - The external contact number (the number dialed for outbound calls or the caller number for inbound calls).
  • Name - The external contact name retrieved from the CRM.
  • Agent - The extension number of the agent handling the call.
  • Duration - The duration of the call in “hh:mm:ss” format.
  • DurationTimeSpan - The duration of the call as a TimeSpan object, which can be formatted as the user wants.
  • DateTime - The start date & time of the call, in local time zone, formatted using the local culture from the 3CX server.
  • CallStartTimeLocal - The start date & time of the call, in local time zone, as a DateTime object, which can be formatted as the user wants.
  • CallStartTimeUTC - The start date & time of the call, in UTC time zone, as a DateTime object, which can be formatted as the user wants.
  • CallEndTimeLocal - The end date & time of the call, in local time zone, as a DateTime object, which can be formatted as the user wants.
  • CallEndTimeUTC - The end date & time of the call, in UTC time zone, as a DateTime object, which can be formatted as the user wants.

Contact Creation

  1. If you want to create new contacts in the CRM when a call is received from an unknown number (not found in both 3CX and CRM), check the Enable Contact Creation checkbox and configure the parameters below. Please note that this feature is only available for 3CX v16 and later installations.

  1. Contact Creation parameters are:
  • New Contact First Name - The first name of the newly created Contact.
  • New Contact Last Name - The last name of the newly created Contact.
  1. Please note that you can use variables in the first name and last name fields. Variables are specified between [], for example the external number is specified as [Number]. The available variables are:
  • Number - The external contact number (the number dialed for outbound calls or the caller number for inbound calls).

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